» Immigrant Services – clear entry
points/access to services/multi-channel
» Multi-service locations/province-wide
coverage/services mobile and dynamic
» Common Contract – Outcome Based
» Flexible funding model to support
innovative and dynamic
Client Perspective – programming
Continuum of services; no eligibility
» Capacity building
gaps; alignment with core programs
» Report results and trends / needs
(e.g. health, education, housing,
Service Provider Perspective –
Strategic partnerships with other service
providers/responsive to emerging needs
» Deliver immigrant services based
Local needs addressed through local planning
on defined client needs & and community-wide coordination (LIPs,
outcomes RNEN, Local Labour Market Planning tables)
» Refer to other support services as
» Manage provider relationship Ministry Perspective –
» Monitor performance Government priorities; oversight and
» Develop streamlined processes to policy development
support integrated service delivery
individuals and greater access to
Information and better program
ad hoc information
knowledge planning & delivery
sharing, if at all
more effective and
systematic, efficient service to
formal, strategic clients/members/
Less than optimal
generating new better partnerships
knowledge with service
continuity in stakeholders
tools and systems
support an even
Service Evolution: S.Org Example
The site started with a discussion forum. No uptake. Took it off the site.
We responded to emails from site users. 1 to 1.
We were getting very similar emails from multiple people. Started creating form emails. 1 to many
- kind of, but not really.
Trend increased. We brought back the discussion area. Posted the question and answer, then
email them back with the address where their answer could be found. 1 to many.
Eventually, we restricted the places where people could send us email, and directed them to our
discussion forum to ask questions. Discussion forum membership and postings increased. No one
was answering questions but us. All postings were moderated (funder pressure, very much the
right decision!) Still 1 to many.
At some point, after some time, for some reason, people started not only posting questions, but
Some users became frequent contributors, site experts.
Some threads now include dozens of replies, thousands of reads. Some of them are not even
questions, but discussions about experiences, opinions on issues, etc. We have a full time
discussion area facilitator. We could use another!